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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of global information management : an official publication of the Information Resources Management Association"
~subject:"Kundenzufriedenheit"
~subject:"Social Web"
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Search: subject_exact:"Beschwerdemanagement"
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Kundenzufriedenheit
Social Web
Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
45
Service quality
45
Customer satisfaction
34
Beziehungsmarketing
26
Relationship marketing
26
Consumer behaviour
25
Konsumentenverhalten
25
Service failure
16
Customer service
14
Kundenservice
14
Service recovery
12
Emotion
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Gastronomie
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Restaurant industry
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Dienstleistungssektor
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Gastgewerbe
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Hospitality industry
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Hotel industry
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Hotellerie
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USA
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United States
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China
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Service recovery performance
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Gerechtigkeit
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Mobile communications
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Mobilkommunikation
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Scenario analysis
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Szenariotechnik
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Tourism industry
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Tourismuswirtschaft
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Guchait, Priyanko
6
Jang, Soocheong
4
Mattila, Anna S.
3
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Madera, Juan M.
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So, Kevin Kam Fung
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Sreejesh, S.
2
Wang, Xingyu
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Andajigarmaroudi, Saeed
1
Assaf, A. Georges
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Cvelbar, Ljubica Knežević
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1
Gannon, Martin
1
Gao, Yixing
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Guo, Xiaoshu
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Ha, Jooyeon
1
Ho, Ting Hin
1
Hsu, Cathy H. C.
1
Hwang, Yoo Hee
1
Joireman, Jeff
1
Josiassen, Alexander
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Jung, Jae Min
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Karabas, Ismail
1
Khoo-Lattimore, Catheryn
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Kim, Heewon
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Kim, Hyun Jeong
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Kim, Kyungmin
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Lai, Pei-Chun
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Law, Chun Hung Roberts
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Lee, Jin-soon
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Li, Mimi
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Liang, Sai
1
Liao, Yingkai
1
Liu, Zhaoping
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Lu, Lu
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International journal of hospitality management
Journal of global information management : an official publication of the Information Resources Management Association
Journal of business research : JBR
47
Journal of retailing and consumer services
34
The journal of services marketing
29
Journal of hospitality marketing & management
22
Service business
18
International journal of contemporary hospitality management
16
Journal of service research : JSR
16
The service industries journal
16
Journal of the Academy of Marketing Science
12
European journal of marketing : EJM
11
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Journal of service theory and practice
9
Journal of air transport management
8
Journal of marketing
8
Services marketing quarterly
8
Business horizons
7
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service research
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of strategic marketing
6
SpringerLink / Bücher
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of services and operations management
5
Journal of consumer behaviour : an international research review
5
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
5
Marketing intelligence & planning
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
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ECONIS (ZBW)
34
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1
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
2
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
3
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
4
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
5
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
6
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
7
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
8
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
9
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
10
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
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